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New Contributor
Posts: 6
Registered: ‎11-26-2012
My Device: Bold 9700
My Carrier: Orange (EE)
Accepted Solution

Stuck loading

Hi,

(Similar problem to a previous post: Stuck on update)

I have a Bold 9700 just over 2 years old now.  I downloaded the Blackberry Desktop software from the RIM website so that I could update my phoner OS from 5 to OS 6. From what I have read on here OS6 is not a good idea for the Bold 9700 as I have found.

So here is the problem, I updated the OS via the Blackberry Desktop Softwqare and everything was alright until about 5minutes later the phone froze and ever since not been able to get it turned on. I think it has somethnig to do with an App (iTookThisOnMyPhone) whcih is causing the problem. The phone eventually turns on (after multiple battery pulls and 1hour waiting) but I can not get to the menu as the clock appears on the screen.

I am thinking of doing the repair (solution given by Blackberry Desktop Software) however is there any way I can retain the data on the phone? Should there be a back up file from when I updated from OS5 to OS6?

 

Thank you fro any help

New Contributor
Posts: 6
Registered: ‎11-26-2012
My Device: Bold 9700
My Carrier: Orange (EE)

Re: Stuck loading

Forgot to mention I have done multiple battery pulls and even tried the solution of connecting it to my PC with the battery out but still nothing it just keeps loading. Maybe I have missed something out so I shall try doing the step one more time. If anyone else can help or has any other solution, would be appreciated.

Hall of Famer II
Posts: 50,678
Registered: ‎11-28-2008
My Device: Z30/Z10/Q10 (10.3.1.2582), Playbook (2.1.0.1526)
My Carrier: TMobile USA

Re: Stuck loading

Hello,

 

A few thoughts for you...



(Credit JSanders)

There are two methods of recovery for you to try:

One:

  • Open Blackberry Desktop Software & Connect your device with PC using USB cable, without inserting battery.
  • You will get three option Retry, Update Or Cancel, then click on update.
  • Once it is to the stage of the update "initializing handheld", then insert battery.
  • If this does not work, and you remain stuck on the backing up the Social Feeds database, go to the second method below.

Secondly:

  • Start your BlackBerry in Safe mode.  Article ID: KB17877 How to start a BlackBerry smartphone in Safe Modehttp://www.blackberry.com/btsc/KB17877
  • Connect to the BlackBerry Desktop Software and allow your handheld to connect. If you are prompted to upgrade, cancel the upgrade for later.
  • IF you cannot connect or your Desktop Software does not recognize your device while in Safe Mode, please follow the directions here to force the detect:  Article ID: KB10144 How to force the detection of the BlackBerry smartphone using Application Loader
  • Go to Device > delete > SELECT DATA > select to delete both the Social Feeds and Smart Card databases, and follow the remaining prompts to complete it. 
  • Now, you can return and click to upgrade the device through the Desktop Manager, or reboot the BlackBerry in normal mode and continue the over the air upgrade.

 

FYI...in answer to your earlier question, yes there should be a backup file on your PC of all of your data. If you took a manual backup, it will be wherever you placed it. Further, when you do an update via the PC, the software offers to take a backup -- as long as you did not defeat that offer, then there will be a backup file on your PC. The Desktop Software should have the location for backup files stored...look at that configuration in the Desktop Software. Also, search your entire hard drive for files with IPD or BBB extension (it depends on the version of desktop software you are using). The results will tell you what you have available, with naturally those with the most recent date/time stamps being the most logical choices for you.


For a stable boot up of the BB, you might also try Safe Mode:

  • KB17877 How to start a BlackBerry smartphone in Safe Mode

It may take you multiple attempts to get the ESC key sequence (press/release/hold) correct, so be patient. 


 

For drastic recovery, here are a few things:

 

Good luck and let us know!




Occam's Razor nearly always applies when troubleshooting technology issues!
If anyone has been helpful to you, please show your appreciation by clicking the button inside of their post. Please click here and read, along with the threads to which it links, for helpful information to guide you as you proceed. I always recommend that you treat your BlackBerry like any other computing device, including using a regular backup schedule...click here for an article with instructions.
Join our BBM Channels
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PIN: C0001B7B4   Display/Scan Bar Code
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New Contributor
Posts: 6
Registered: ‎11-26-2012
My Device: Bold 9700
My Carrier: Orange (EE)

Re: Stuck loading

Thank you for the help.

Didnt come back here as I found the files myself. They had been saved to my computer. As you have stated above the files were in .BBB extension (I have Desktop Software Manager 7). What I did was accept the message to clear the phone of all data and then chose to upload the OS5 which cleared the initial problem (not being able to get in the phone, clock stayed there). Then I used the file that had been automatically saved to get my data back.

I think it should be made clear to everyone that OS6 is not for the Blackbery Bold 9700. Well it does slow the phone down completely, nope I cleared the phone of all apps and files but stilled seemed slower than before. Plus whats the point of having a smart phone if your not going to have no apps.

I will accept the above solution so any one with the same problem will be able to solve it.
Hall of Famer II
Posts: 50,678
Registered: ‎11-28-2008
My Device: Z30/Z10/Q10 (10.3.1.2582), Playbook (2.1.0.1526)
My Carrier: TMobile USA

Re: Stuck loading

I'm glad you got going again. As with most technology changes, there often is a OS level that, while strictly meeting the hardware-level requirements, truly exceeds the human-acceptable performance levels. Has happened many many times over the years with all technology devices. At some point, it's just not acceptable to upgrade the OS if one has to sacrifice too much performance.

Cheers!



Occam's Razor nearly always applies when troubleshooting technology issues!
If anyone has been helpful to you, please show your appreciation by clicking the button inside of their post. Please click here and read, along with the threads to which it links, for helpful information to guide you as you proceed. I always recommend that you treat your BlackBerry like any other computing device, including using a regular backup schedule...click here for an article with instructions.
Join our BBM Channels
BSCF General Channel
PIN: C0001B7B4   Display/Scan Bar Code
Knowledge Base Updates
PIN: C0005A9AA   Display/Scan Bar Code